Intake

Collecting the vehicle and important information from the customer and giving them peace of mind

The two vitally important parts of the vehicle intake stage of the process, #1 Customer service, having a sunny disposition, offering empathy and kindness alongside, #2 The meticulous collection of information on the customer, the vehicle and any related parties. Is an art. This process uses a checklist as a sort of cheat sheet by the associate responsible for the intake of the vehicle. It is meant to make the collection of the information, simple, and habit forming, So the customer service associate is able to collect all the correct information while keeping the majority of their focus on warm and personal customer service. In some situations, the vehicle may receive an estimate prior to being scheduled in for repair. In this case, a majority of the information on the checklist can be filled out long before the customer drops there vehicle off. However, there is some information that must be collected when the vehicle is received by the shop for repair like fuel level mileage Number of keys, etc. On the training side of the checklist, it is recommended that associates are encouraged to get through the checklist as quickly as possible and if information is being pulled say from an insurance estimate it is encouraged to indicate the source on the checklist itself. The intake checklist is not only a valuable tool for the intake associate, but also for leadership in diagnosing oversight.